ComplaintsforBurns Honda

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our car is in for repairs. Parts are on backorder and they refuse to give us a loaner vehicle. They're essentially punishing us for an issue on their end. We have three children two with special needs and have been without a vehicle since March 17th. Theure refusing to return phone calls. And continue giving us run around.

  

  Business response

  04/22/2024

  My apologies for not responding sooner.

  You asked me to email you an update on the customer situation concerning ******, who recently initiated a case with the Better Business Bureau.
  
  On March 18th, Devivo brought in their vehicle for repair following an airbag deployment, requiring a significant amount of insurance repair. Despite completing the repairs, we discovered that the headliner was damaged due to the side impact airbags deployment. Unfortunately, the headliner was on national backorder, causing a delay in the completion of the vehicle.
  
  I contacted Honda to expedite the backorder of the headliner. However, the customer did not have rental coverage with their insurance policy and opted not to receive it. As a result, when they requested a loaner car from the dealership, we did not have any available at that time.
  
  I was informed of this situation on April 11th, and on April 12th, I provided the customer with a loaner car to accommodate their needs. The part is expected to be released by Honda on April 24th, and we anticipate completing the repair by April 27th. I trust if you verify with the customer, you will find these are the facts.
  
  Please let me know if you need any further information
  
  
  ***********************
  Service Director
  Burns Honda Service 
  ******************
  *******, *********
  PH: **********
  
  
  
  ?Reply?Forward
  
  
  

  
  

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  in 2022, we had a comprehensive claim for an animal collision. I went to the nearest dealer, Burns Honda, in Marlton, NJ. The dealer did not fix the damaged front grill but took money from ***********. I did not pay attention to the insurance invoice. On the other hand, the Honda dealer manipulated the repair invoice and aligned my broken grill, telling me it was fixed. In 2023, the front grill came off, and I filed another insurance claim. The dealer informed the insurance company that I did not return, while the same dealer told me that this was a new accident. Burns Honda's cover-up resulted in my insurance cancellation, and I filed a legal case. *********** reversed the decision after three months of harassment. Burns Honda is not paying my legal expenses , billed again for $575 for the amount insurance paid in 2022 June and the high insurance premium of three months, and I had to return my leased vehicle to Honda to reduce my insurance premium. I am seeking attorney fees, higher insurance premium and 2023 front grill installation cost.

  

  Business response

  03/22/2024

  To whom it may concern,

  I have completed a thorough investigation of the facts surrounding the complaint by ************ regarding his 2021 Honda CRV. My investigation included reviewing the materials submitted by *** ********* interviewing some staff at Burns Honda, reviewing our records, as well as speaking to *** ********* personally. I will respond to each point *** ********* made in his statement.

  First and foremost, I want to clarify that Burns Honda never had any intentions to manipulate, hide, or incorrectly repair *** ********* vehicle. In order to provide a thorough response, I have reproduced *** ********* statement below. The responses from Burns Honda were inserted appropriately.
  
  “In 2022, we had a comprehensive claim for an animal collision. I went to the nearest dealer, Burns Honda, in Marlton, New Jersey. The dealer did not fix the damaged front grill but took money from ***********." There were several parts needed to repair *** ********* front bumper; two of the parts were on back order and were not available. *** ********* was made aware of this. In hindsight, we should have done a better job following up when the part arrived.
  
  *** ********* also stated , "The dealer aligned my broken grill, telling me it was fixed." We did straighten out the front grill to look presentable, but we also informed you that a part was ordered and you would need to return to have it installed. We never claimed that the car was completed.
  
  Additionally, *** ********* stated, "The dealer informed the insurance company that I did not return." When the Service Director Corey spoke with your insurance company, he was clear that the part was not installed because it was on back order, and the customer was never contacted when the part came in.
  
  During his visit to Burns Honda on October 27, 2023, per your request and our suggestion, we provided you with a parts order verifying that we ordered the necessary parts for your vehicle due to the back order at the time of your insurance repair in April 2022. Due to a shortage of parts caused by ongoing supply chain issues, the grill pieces were placed on back order. You and our service advisor, Julio, decided together to proceed with fixing the aiming issue and plan for the grill pieces to be installed at a later date once they arrived. We made the grill look presentable for aesthetic purposes.
  
  
  Unfortunately, as the advisor resigned his position, no one from Burns Honda followed up, and you seemingly forgot to follow up with us. The rest of the repair never got completed. In May 2023, we installed the front grill in your CRV, and you had paid for that repair. This was related to your second accident, and we acknowledge that we owe you the money as the grill was included in the estimate originally from your first accident.
  
  I believe the confusion arose from the fact that you had a second accident, which prompted this repair. In my opinion, your insurance company may have mistakenly assumed you were attempting to claim the second accident for insurance purposes, which eerily resembled the first accident. During a phone call with ***********, I tried to explain this potential confusion but was dismissed by the clerk.
  

  When we met in October, Corey put the remaining parts owed on your vehicle—two front grill garnishes and a grill cover. We installed those back-ordered parts in your vehicle at no additional cost to you as you had already paid for them during your previous service visit in April 2022. It is possible that your insurance company may have seen pictures of the second accident and mistakenly considered it a duplicate claim, but we both agree that it is not the same claim.
  
  
  In light of the circumstances, I believe you are entitled to a refund of the $575 you paid Burns Honda for the additional grill piece that was installed back in May 2023. We sympathize with the delays and miscommunication that *** ********* experienced and the resulting frustration. Although we are not entirely responsible for the situation, we would like to offer a $500 service credit as a gesture of goodwill to resolve this complaint. Please let me know if you require any additional information.

   

  Sincerely,

  Jim M********

  Vice President

  Burns Honda

  Customer response

  03/25/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  In my invoice, Technician: Egg H****** ***** - amount $961 appears to be an incorrect invoice. No business should issue an invoice for uncompleted work. Otherwise, Burns Honda should have added it as pending work in my account. I visited three times between June 2022 and May 2023 for regular service. Service advisors did not know about pending service since no note was added to my account, and verbal communication will not hold legal authority. If dealer employees are not trained properly, the customer is not responsible
  

  Burns Honda has serious operational issues. They fail to maintain backorders in both customer accounts and billing software for parts that have been paid for but not installed. Additionally, the dealership has a responsibility to contact customers and schedule installation, which they completely neglected to do.

  Burns Honda is denying responsibility for the detached front grill, claiming it's due to a second accident in 2023. However, the issue is likely caused by improper replacement of the grill in 2022. I am prepared to take legal action against the dealership to demonstrate that this is not a result of a new accident. My insurance company, ***********, is also prepared to support my claim
  
  In September 2023, when the insurance claims adjuster or special investigation team contacted Burns Honda employees, they were interviewed. During these interviews, the employees went against the customer by refusing to acknowledge the dealership's mistake. I can prove this in court, and I have already shared evidence with the insurance company via email. They subsequently received new information in December 2023 after my lawyer presented evidence against the dealership.
  
  I have attached the insurance company's email explaining the reason for revoking the cancellation. I will take Burns Honda to court to demonstrate their administrative shortcomings in maintaining backorders within their billing system and customer accounts. Furthermore, I will expose their attempt to cover up their mistake by falsely presenting it as a new claim from a new accident in 2023.

  
  
  Regards,
  
  ********* *********

  

  Business response

  04/01/2024

  Our response to Mr. ********* Complaint.

   

  I would like to address the concerns raised in your recent Better Business Bureau Complaint.

  
  
  First and foremost, I want to acknowledge the possibility of an administrative error on our part regarding the grill piece in question. I want to assure you that if there was an oversight it was not intentional, and there was no attempt to cover up the situation. When you brought this issue to Corey P***** our service director's attention, he immediately expressed a genuine desire to rectify the situation promptly. As previously stated we rely on the individual service advisor who handles each customer to follow up on their customers and respective repair orders). Unfortunately the service advisor resigned thus allowing this process to fall thru the cracks.
  
  
  I understand that you requested Corey to contact your insurance company to clarify the situation. Despite the information provided by the *********** agent that the grill piece was not linked to your policy cancellation, you opted not to pursue further discussion with their legal department at that time.
  
  
  During our meeting, you mentioned your concerns regarding policy cancellation and increased insurance premiums due to violations and accidents involving your children. As a parent myself, I empathize with the challenges of managing insurance costs under such circumstances. I am only bringing that topic up as you referenced it without our urging in our various discussions.
  
  
  In an effort to address this entire situation, Burns Honda would like to offer what we would consider a reasonable resolution. We do agree that we failed to follow up and make sure the front grille was put on your vehicle from the first accident/incident, but the timing was such that it seemed to coincide with your second incident, but it was really a resolution of the first one. When you had your second incident, we absorbed the cost of the grille internally.

  
  As a result, we are offering a complete refund for all work related to your accident in April 2022, including the reimbursement of the insurance payment, and your deductible, totaling in the amount of $2,100.01 from repair order number ******** dated 6/14/2022. We will also refund your payment made on 5/8/2023 for $633.78 repair orde* ********* and as well we absorbing the no charge RO (for the second set of grille pieces) dated 10/27/2023 repair order number ********. Our internal cost which we absorbed was $633.78. The total of these paid for Repair Orders is $2,733.79.
  
  
  We believe this offer is reasonable and reflective of our desire to resolve this matter amicably. 
  
  
  Thank you for bringing this issue to our attention.
  
  Sincerely,

   

  Jim M********

  Vice-President General Manager

  Customer response

  04/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

   

  Dear Jim

  ,
  I am writing to formally request a refund for unfinished work and associated financial losses of my Honda CRV , which I returned in October 2023 due to a significant increase in my insurance premium.

  
  Unfinished Work and Communication Issues:

  
  Unfortunately, despite excellent efforts from your service advisor, Corey, to resolve an issue with unfinished repairs, a lack of clear handoff procedures between service advisors led to confusion. Ideally, when a service advisor resigns, pending work should be transferred to management or documented clearly for their colleagues. This would ensure continuity and prevent situations like mine, where a new advisor, Danielle, was unaware of the outstanding repairs and requested duplicate payment.

  
  Increased Insurance Premium:

  
  The high insurance premium was a direct consequence of my policy cancellation at ***********. Following the cancellation, *********** placed me in the National Insurance Crime Bureau, forcing me to obtain high-risk insurance from a local agent (attached bill). Fortunately, after receiving information regarding the pending dealer repairs in December, *********** reinstated my policy at the original rate.

  
  Request for Reimbursement:

  
  Due to the unfinished repairs and resulting insurance issues, I was forced to return the leased vehicle prematurely and incur additional insurance costs. I am therefore requesting a refund of $8,500 to compensate for these financial losses. Additionally, I have attached the credit card bill for the high-risk insurance policy for your reference.
  I have attached documentation related to the unfinished repairs and communication with Corey, as well as the insurance information. I am confident that we can reach a mutually agreeable resolution.

  
  .
  Sincerely,
  ********* *********

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car there in July 2023. I paid close to 15k for a 10 year old ******* Elantra. I figured since the car had only 60k miles on it and it was * certified, that I would at LEAST be able to commute to work.In August 2023 the car started to turn off and break down. I called Burns, and they said it was likely a battery issue, but that they could not take the car in for another week. I spent about 4 hours on the side of the road the next day waiting for the tow truck to tow the car to Burns Honda so they could replace the battery under warranty.In September 2023 we noticed the headlights were not working right. Only one would go on, or the other, or neither. This ended up being a symptom of further electrical issues.In October ******************************** cold weather. Eventually, the power steering started to go out while driving. This was incredibly dangerous! We called, and brought it in a few days later when they were able to get it scheduled for an appointment.The car stayed at Burns Honda from November 7th to Dec 13waiting for a replacement battery cable. I have been told multiple times a manager would follow up with us, and have not received any contact. When I was sold the car, I was assured that any major issues would be covered under the * certified warranty, and that they had thoroughly checked the vehicle without finding any issues.The weekend of Nov 18 I went to the dealership in person to see if I could sort this out with ANYONE. While sympathetic, I was still unable to talk to any managers or find us a loaner vehicle after 3 weeks. After 4 weeks we got a loaner vehicle.?. The service advisor was very helpful, and eventually comped the service entirely. Unfortunately, not even a month later we are still having the same problem. The car wont start in the mornings for us to go to work. I had it towed to the Burns Honda, and they are reporting that there is no errors with the car.

  

  Business response

  01/10/2024

  We are reaching out to the customer to see if we can't come up with a resolution and resolve this.

  Our service department has tested tried starting this this car numerous times and it started each time we did.

  As bad luck would have it, when the customer arrived to pick up their car, the car didn't start.

  We will attempt to resolve the customers issue and hope we can both be flexible towards this end.

  *************************

  GM & VP 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩